Client Complaints Procedure

A client complaint is any statement by which a client expresses dissatisfaction with our services or our employees. Should you have such a complaint, please contact your Managing Partner or our Legal department at the following address:

 

Grant Thornton Luxembourg – all complaints except those related to Grant Thornton Financial Services

Grant Thornton Luxembourg - Complaint
13, rue de Bitbourg
L-1273 Luxembourg
Tel: +352 45 35 78

Email: complaint@lu.gt.com  

 

Grant Thornton Financial Services

Investors of funds and clients may lodge a complaint by email or registered mail at:

Grant Thornton Financial Services S.A.
13, rue de Bitbourg
L-1273 Luxembourg

Email: complaints@gt-fs.eu

 

The complainant shall include in his/her complaint :

  • His/her identification (firstname, name, address and other contact details).
  • A detailed description of the circumstances underlying the complaint.

A written acknowledgement of receipt will be provided to the complainant within a period which shall not exceed 10 business days after receipt of the complaint, unless the answer itself is provided to the complainant within this period.

Grant Thornton Luxembourg will gather and investigate all relevant evidence and information on each complaint in order to provide a proper and accurate answer to the complainant.

Where the complaint handling does not result in a satisfactory answer within a reasonable timeframe, the complainant may notify the Commission de Surveillance du Secteur Financier (CSSF) within one year of filing the initial complaint and use the procedure for out-of-court complaint resolution of the competent Luxembourg financial supervisory authority Commission de Surveillance du Secteur Financier (CSSF).

 

CSSF Customer complaints

Click here for more details

 

CSSF Circular 16-07 relating to out-of-court complaint resolution

Click here for more details (English version)

Click for more details (French version)


CSSF Circular 17/671 Supplemental to the CSSF Circular 17/671 addressed to professionals under CSSF supervision and in particular to the Audit profession

Click here for more details (only in French)

 

You may submit your complaint to the CSSF by mail, fax or email:

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-1150 Luxembourg
Fax: +352 26251 – 601
Email: reclamation@cssf.lu